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What went wrong with HealthCare.gov – and what now

What went wrong with the federal exchange website and why? But maybe more importantly, what now?

By Amber May | Updated on November 20, 2013
HealthCare.gov crushed under the weight of the uninsured. Photo by John Johnston.

The launch of HealthCare.gov — the federal health insurance exchange website mandated by the Patient Protection and Affordable Care Act — went live Oct. 1. So many problems plagued the site that it prompted Congress to hold hearings about it in late October, with House GOP members demanding answers from involved parties that ranged from site contractors to Department of Health and Human Services Secretary Kathleen Sebelius.

Experts outlined many of these issues in the September Benefits Selling cover story “System Failure,” which predicted the project’s scheduling challenges, necessary system interfaces and user experiences could lead to problems. But the scope of them went far beyond the site’s inability to process complex individual applications, as evidenced by the software crashes that rendered HealthCare.gov inaccessible to users.

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